Velocity Staff

Technical Analyst III

US-KS-Kansas City
1 week ago
# Positions
1

Overview

Velocity Staff, Inc. is working with our client in Kansas City to identify a dynamic and talented senior level technical support team lead. The Support Services team provides Tier 2 and 3 technical support for the company's corporate office and remote locations. The Senior Support Engineer/Lead will work closely with team management to plan, test, deploy and document projects and processes. This position will also be expected to serve in a supervisory capacity as an escalation point to lower tiered technicians.      

Responsibilities

  • Engage with Management, Project Managers, and end users to test and deploy new technologies.
  • Develop, document, and manage repeatable, best processes for Tier 3 and lower technicians.
  • Serve as an escalation point for lower tier technicians as needed.
  • Manage technical details of projects and report status to PM and management.
  • Investigate and recommend new tools and methodologies.
  • Assist management in streamlining production processes.

Qualifications

  • Bachelor’s degree in Information Systems, Computer Science or related field.
  • 4+ years of experience
  • MCSA or greater in Windows 7 or 10.
  • Proficient in the management and migration of Microsoft desktop operating systems including 7 and 10.
  • Solid experience using and troubleshooting MS Office 365 products including 2013, 2016 and Online.
  • Superior customer service and communication skills are a must. (In person, via phone and email or chat).
  • Experience documenting technical processes and familiar with Knowledge Base best practices
  • Self-guided individual with the ability and drive to prioritize tasks, schedule time, and meet deadlines.
  • Able to ask directed and logical questions to determine the proper course of action.
  • Must be able to mentor and guide Jr. team members through issue resolution and customer engagements.
  • Experience managing and deploying Skype for Business.
  • Ability to develop, troubleshoot and deploy SQL scripts and queries.
  • Experience deploying, troubleshooting and managing VoIP call systems.
  • Knowledge of Avaya switching and control systems.
  • Strong scripting experience.
  • Strong troubleshooting and management of Apple systems. Apple certified.
  • ITIL Certification.
  • Experience managing Windows Servers.

 

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